Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center

ABSTRACT

A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes.

CROSS-REFERENCE TO RELATED DOCUMENTS

The present application is a continuation application of patentapplication Ser. No. 10/269,124, which was filed on Oct. 10, 2002 nowU.S. Pat. No. 6,985,943, which is a continuation-in-part (CIP) to U.S.patent application Ser. No. 09/405,335 filed on Sep. 24, 1999, issued asU.S. Pat. No. 6,711,611 on Mar. 23, 2004, which is acontinuation-in-part (CIP) to U.S. patent application Ser. No.09/151,564 filed on Sep. 11, 1998, issued as U.S Pat. No. 6,108,711 onAug. 22, 2000, these prior applications are incorporated by reference intheir entirety. The present invention is also related to U.S. Pat. No.5,960,073 and to U.S. Pat. No. 5,802,163, both of which are incorporatedherein in its entirety.The present application is a reissue patentapplication of U.S. Pat. No. 7,373,405, filed on Mar. 1, 2005 as U.S.patent application Ser. No. 11/070,898, which is a continuation of U.S.patent application Ser. No. 10/269,124, filed on Oct. 10, 2002, now U.S.Pat. No. 6,985,943, the content of which is incorporated herein byreference in its entirety. The contents of U.S. patent application Ser.No. 09/405,335, filed on Sep. 24, 1999, now U.S. Pat. No. 6,711,611, ofU.S. patent application Ser. No. 09/151,564, filed on Sep. 11, 1998, nowU.S. Pat. No. 6,108,711, and of U.S. patent application Ser. No.08/940,712, filed on Sep. 30, 1997, now U.S. Pat. No. 5,960,073, areincorporated herein by reference in their entirety.

FIELD OF THE INVENTION

The present invention pertains to telephony communications systems andhas particular application to methods including software enablingextended management capabilities of state and interaction of a remoteknowledge worker from a contact center.

BACKGROUND OF THE INVENTION

In the field of telephony communication, there have been manyimprovements in technology over the years that have contributed to moreefficient use of telephone communication within hosted call-centerenvironments. Most of these improvements involve integrating thetelephones and switching systems in call centers with computer hardwareand software adapted for better routing of telephone calls, fasterdelivery of telephone calls and associated information, and improvedservice with regard to client satisfaction. Such computer-enhancedtelephony is known in the art as computer-telephony integration (CTI).

There are many ways that CTI enhancement may be done in the art, and thepresent inventors are knowledgeable in most of these. The presentinventors are also knowledgeable about many special architectures andsoftware enhancements that are not in the public domain. In thefollowing background material only that material specifically designatedas prior art should be taken to be acknowledged as prior art material bythe inventors.

Generally speaking, CTI implementations of various design and purposeare implemented both within individual call-centers and, in some cases,at the telephone network level. For example, processors running CTIsoftware applications may be linked to telephone switches, servicecontrol points (SCPs), and network entry points within a public orprivate telephone network. At the call-center level, CTI processors aretypically connected to telephone switches and, in some cases, to similarCTI hardware at the network level, often by a dedicated digital link.CTI processors and other hardware within a call-center are commonlyreferred to as customer premises equipment (CPE). It is the CTIprocessor and application software in such centers that providescomputer software enhancement to a call center.

In a CTI-enhanced call center, telephones at agent stations areconnected to a central telephony switching apparatus, such as anautomatic call distributor (ACD) switch or a private branch exchange(PBX). The agent stations may also be equipped with computer terminalssuch as personal computer/video display unit's (PC/VDU's) so that agentsusing such stations may have access to stored data and enhanced servicesand tools as well as being linked to incoming callers by telephoneequipment. Such stations may be, and usually are, interconnected throughthe PC/VDUs by a local area network (LAN). One or more data ortransaction servers may also be connected to the LAN that interconnectsagent stations. The LAN is, in turn, typically connected to the CTIprocessor, which is connected to the call switching apparatus of thecall center in systems known to the present inventors.

When a call arrives at a call center, whether or not the call has beenpre-processed at a service control point (SCP), typically at least thetelephone number of the calling line is made available to the receivingswitch at the call center by the network provider. This service isavailable by most networks as caller-ID information in one of severalformats such as Automatic Number Identification (ANI). Typically thenumber called is also available through a service such as Dialed NumberIdentification Service (DNIS). If the call center is computer-enhanced(CTI), the phone number of the calling party may be used, in systemsknown to the present inventors, as a key to access additionalinformation from a customer information system (CIS) database at aserver on the network that connects the agent workstations. In thismanner information pertinent to a call may be provided to an agent,often as a screen pop on the agent's PC/VDU.

In recent years, advances in computer technology, telephony equipment,and infrastructure have provided many opportunities for improvingtelephone service in public-switched and private telephone intelligentnetworks. Similarly, development of a separate information and datanetwork known as the Internet, together with advances in computerhardware and software have led to a new multi-media telephone systemknown in the art by several names. In this new system telephone callsare simulated by multi-media computer equipment, and data, such as audiodata, is transmitted over data networks as data packets. In this systemthe broad term used to describe such computer-simulated telephony isData Network Telephony (DNT).

For purposes of nomenclature and definition, the inventors wish todistinguish clearly between what might be called conventional telephony,which is the telephone service enjoyed by nearly all citizens throughlocal telephone companies and several long-distance telephone networkproviders, and what has been described herein as computer-simulatedtelephony or data-network telephony. The conventional systems arereferred to herein as Connection-Oriented Switched-Telephony (COST)systems, CTI enhanced or not.

The computer-simulated, or DNT systems are familiar to those who use andunderstand computers and data-network systems. Perhaps the best exampleof DNT is telephone service provided over the Internet, which will bereferred to herein as Internet Protocol Network Telephony (IPNT), by farthe most extensive, but still a subset of DNT.

Both systems use signals transmitted over network links. In fact,connection to data networks for DNT such as IPNT is typicallyaccomplished over local telephone lines, used to reach points in thenetwork such as an Internet Service Provider (ISP), which then connectsthe user to the Internet backbone. The definitive difference is thatCOST telephony may be considered to be connection-oriented telephony. Inthe COST system, calls are placed and connected by a specific dedicatedpath, and the connection path is maintained over the time of the call.Bandwidth is basically assured. Other calls and data do not share aconnected channel path in a COST system. A DNT system, on the otherhand, is not dedicated or connection-oriented. That is, data, includingaudio data, is prepared, sent, and received as data packets over adata-network. The data packets share network links and availablebandwidth, and may travel by varied and variable paths.

Recent improvements to available technologies associated with thetransmission and reception of data packets during real-time DNTcommunication have enabled companies to successfully add DNT,principally IPNT, capabilities to existing CTI call centers. Suchimprovements, as described herein and known to the inventor, includemethods for guaranteeing available bandwidth or quality of service (QoS)for a transaction, improved mechanisms for organizing, coding,compressing, and carrying data more efficiently using less bandwidth,and methods and apparatus for intelligently replacing lost data viausing voice supplementation methods and enhanced buffering capabilities.

In addition to Internet protocol (IPNT) calls, a DNT center may alsoshare other forms of media with customers accessing the system throughtheir computers. E-mails, Video mails, fax, file share, file transfer,video calls, and so forth are some of the other forms of media, whichmay be used. This capability of handling varied media leads to the termmultimedia communications center. A multimedia communications center maybe a combination CTI and DNT center, or may be a DNT center capable ofreceiving COST calls and converting them to a digital DNT format. Theterm communication center will replace the term call center hereinafterin this specification when referring to multimedia capabilities.

In typical communication centers, DNT is accomplished by Internetconnection and IPNT calls. For this reason, IPNT and the Internet willbe used in examples to follow. It should be understood, however, thatthis usage is exemplary, and not limiting.

In systems known to the inventors, incoming IPNT calls are processed androuted within an IPNT-capable communication center in much the same wayas COST calls are routed in a CTI-enhanced call center, using similar oridentical routing rules, waiting queues, and so on, aside from the factthat there are two separate networks involved. Communication centershaving both CTI and IPNT capability utilize LAN-connected agent-stationswith each station having a telephony-switch-connected headset or phone,and a PC connected, in most cases via LAN, to the network carrying theIPNT calls, or to a network-connected server on the LAN. Therefore, inmost cases, IPNT calls are routed to the agent's PC while conventionaltelephony calls are routed to the agent's conventional telephone orheadset. Typically separate lines and equipment are implemented for eachtype of call weather COST or IPNT.

Due in part to added costs associated with additional equipment, lines,and data ports that are needed to add IPNT capability to a CTI-enhancedcall-center, developers are currently experimenting with various formsof integration between the older COST system and the newer IPNT system.For example, by enhancing data servers, interactive voice response units(IVR's), agent-connecting networks, and so on, with the capability ofconforming to Internet protocol, call data arriving from either networkmay be integrated requiring less equipment and lines to facilitateprocessing, storage, and transfer of data. Some such equipment andservices are known to the present inventors, which are not in the publicdomain.

With many new communication products supporting various media typesavailable to businesses and customers, a communication center must addsignificant application software to accommodate the diversity. Forexample, e-mail programs typically have differing parameters than do IPapplications. IP applications are different regarding protocol than COSTcalls, and so on. Separate routing systems and/or software componentsare needed for routing e-mails, IP calls, COST calls, file sharing, etc.Agents must then be trained in the use of a variety of applicationssupporting the different types of media.

Keeping contact histories, reporting statistics, creating routing rulesand the like becomes more complex as newer types of media are added tocommunication center capability. Additional hardware implementationssuch as servers, processors, etc. are generally required to aid fullmultimedia communication and reporting. Therefore, it is desirable thatinteractions of all multimedia sorts be analyzed, recorded, and routedaccording to enterprise (business) rules in a manner that providesseamless integration between media types and application types, therebyallowing agents to respond intelligently and efficiently to customerqueries and problems.

In a system known to the inventor, full multimedia functionality issupported wherein agents and customers may interact in a seamlessmanner. Likewise interaction histories of virtually any supported mediamay be automatically recorded and stored for latter access by agents andin some cases customers (clients) themselves. Such a system, termed acustomer-interaction-network-operating system (CINOS) by the inventor,comprises a suite of software enhancements, implemented both at thecommunication center and at CPE sites, that are designed to provideautomated and seamless interaction between customers, associates, andagents.

In order to successfully implement and administer the many aspects of anetwork operating system such as the CINOS system introduced above, anew agent called a knowledge worker has emerged. This is especially truein more state-of-the-art multimedia communication-centers. In a broadsense, a knowledge worker may be any individual that specializes, or isexpert in a specific field or fields utilized within the communicationcenter. Knowledge workers may be responsible for such tasks as creatingautomated scripts, building integrated software applications, trackingand parsing certain history paths in a database for automated reporting,and other relatively complicated functions. Knowledge workers may alsobe trained agents responsible for sales, service and technicalassistance.

A knowledge worker, weather an agent or specialized technician,generally has all of the resource in the way of customer data,interaction data, product data, and multimedia support at his fingertipsas long as he or she is operating from a designated PC/VDU or othersupported station within the communication center. In some cases, aknowledge worker may have full data access and multimedia support if heis located off-site but is linked to the center by a suitabledata-network connection such as from a home office or remote station.

Because a network operating system such as CINOS requires that certaincustomer or client CPE, including network equipment, be enhanced withsoftware designed to facilitate seamless interaction with thecommunication center, it is often necessary that knowledge workers bedispatched into the field away from the communication center to aid insuch as installation, set-up, and programming of software applicationsand tools. In some instances this can be a formidable enterprise.

A knowledge worker possesses the kind of skills that are largelyindispensable and not shared by the average communication center worker.When a knowledge worker is away from a home-center such as on the road,or at a client location, he is generally limited in data access andinteraction capability with his or her home communication-center dataand tools. In some cases this may be a liability to the center. In manycases she/he will be limited to specific data that was carried along, orthat may be downloaded from the center to such as a cellular telephone,a personal digital assistant (PDA) or a Laptop computer. Moreover, amobile knowledge worker in the field may also be limited in providingservice to the home-center by virtue of the same data-accesslimitations.

In some cases, a knowledge worker at a client site may, after someset-up, programming, and initialization, commandeer a suitable client PCso that she/he may establish free and unfettered access to home-centerdata and software services. However, such interaction, if not on thebe-half of the client, may be deemed by the client as an intrusion atmost and an inconvenience at least.

In typical contact centers, which may also include multimediacommunication centers, the preponderance of incoming and outgoinginteractions are processed by voice (DNT) or Web-based self serviceinterfaces or by communication-center agents located within the domainof the center and managed through a communication center environment.However, many interactions cannot be successfully processed throughclient self-service interfaces or on-site agents often because of a highlevel of assistance required. Such interactions require the expertise ofa knowledge worker, a knowledge worker being a call-center employee witha more detailed knowledge of the center structure and operations thanthe typical on-site agent.

Knowledge workers are not required for routine service assistance orother duties that are routinely performed within the domain of thecenter. As a result, they are typically located off site in a pool orremote to the extent of performing as a home-based or traveling workers.Therefore, standard communication center control systems and procedurescannot be applied to such knowledge workers. Often this problem is dueto an absence of a CTI link established between the location of theknowledge worker and the communication center. Off-site knowledgeworkers are mobile and typically operate using a variety ofcommunication equipment (non-CTI telephone, personal digital assistants[PDAs], wireless Web, etc.) and using applications that are notassimilated in standard or unified array throughout the communicationenvironment. Therefore, it becomes increasingly difficult to providemanagement from the communication center in terms of state control andreport accessibility. For example, which of a force of off-siteknowledge workers are at any given time able to receive an interactionwherein they are also able to exchange interaction-related data with thecenter, client or both?

Remote knowledge workers are, from a control and management standpoint,invisible to standard CTI-enabled facilities. Not having the ability tomanage these workers causes the ongoing costs associated with doingbusiness from a communication center to rise.

The inventors are familiar with a system taught in U.S. Pat. No.5,802,163 entitled Methods and Apparatus for Implementing an OutboundNetwork Call Center referenced in the Cross-Reference to RelatedDocuments section of this specification. That system teaches a methodand apparatus for integrating a remote home agent in a call center. Inpractice, the home agent or knowledge worker must dial a specificenabled telephony switch in the telephone network when an interaction tothe agent is detected. This action terminates the incoming interactionto a first station-side port of the telephony switch. A connection isthus maintained between the home agent and the telephony switch untilthe agent disconnects. In this way, all events that are determined to bedestined to the home agent are switched to the established connection.This action provides a continuing connection between the telephonyswitch and the home agent until the home agent disconnects. Events, suchas incoming calls at the center selected to go to the home agent maythen be switched to the established connection. The telephony switchfunctions as a login portal for the agent. However only the agent'smedia stream is controlled in t his case. Interaction-related data andagent status are not considered or addressed.

The inventors are also familiar with a call-center system taught in U.S.Pat. No. 5,960,073 entitled Method and Apparatus for Providing anInteractive Home Agent with Access to Call Center Functionality andResources also listed in the Cross-Reference section of thisspecification above. This system supports remote agent stations througha network by establishing a data link between a computer platform at theremote agent station and a CTI-processor connected to a telephony switchat the call center. Events destined to the agent are switched from thecall center to a telephone at the agent station while data pertaining tothe calls is transferred over the data link to the computer platform atthe remote agent station to be displayed. In this system data pertainingto or related to calls is retrieved from a database at the call center.The data can include scripts for an agent at the remote station.

Call center services are supported by cooperation between software atthe CTI processor and the computer platform at the remote station. Inone embodiment the data link, once established, is kept open while callscontinue to be switched to the remote station. In another embodimentafter an initial agent log in, dial up is done from the remote stationupon detecting calls from the call center by a TAPI compliant device. Areduced log is performed at the CTI processor at the call center to savetime. In yet another embodiment, the CTI processor establishes the dataconnection each time using a modem bank adapted for dialing. The modembank switches the call from the call center to the remote station. Aplurality of remote stations may be thus supported.

A drawback with this system is that it requires first-party controlequipment established at the remote agent workplace. The first-partycontrol equipment controls the remote agent phone separately from theagent's computer platform.

The inventor is familiar with yet another system taught in U.S. patentapplication No. 2001/0023448 entitled Method and Apparatus forData-Linking a Mobile Knowledge Worker to Home Communication-CenterInfrastructure also listed in the cross-reference section of thisspecification. The system is a proxy system enabling a worker remotefrom a communication center to operate with full access to data andsoftware at the communication center from a light computer devicetypically unable to operate as a workstation at the communicationcenter. In this system, a proxy server, which may be a LAN-connectedserver at the communication center, has a two-way data link to the lightcomputer device operated by the remote agent. The proxy executessoftware, which ascertains the hardware and software characteristics ofthe light device.

The proxy server accesses communication-center data at direction of thelight device, operates communication center software tools, and providesresults to the light device over the communication link in a form usableby the light device. This approach suggests a general method formanagement of remote knowledge workers from within a contact center(CC). In particular, it suggests using a proxy server as a mediatorbetween a contact center environment and a remote agent device. However,it is still limited in terms of further enhancement that might enablemore specific techniques and mechanisms. Part of this solution includesa remote option that requires special equipment to be provided andconnected to the remote agent's telephone set, which in addition, mustbe a specially adapted telephone set to accept the equipment.

What is clearly needed is a method and apparatus that can provide fulland unobstructed access to communication-center data and services for amobile or otherwise remote knowledge worker. Such a method and apparatuswould allow a communication center to freely dispatch mobile knowledgeworkers to client locations or other areas within the domain of a largecommunication campus or network of communication centers withoutcompromising quality and response time of high-level technical services.Moreover, the method would not need to rely on client-associatedresources.

SUMMARY OF THE INVENTION

In a preferred embodiment of the present invention a network system formanaging remote agents of a communication center is provided, comprisinga primary server connected to the network, the primary servercontrolling at least one routing point used by the communication center,one or more secondary servers distributed on the network and accessibleto the agents, the secondary server or servers having data access toagent computing platforms and communication peripherals, and a softwaresuite distributed in part to the secondary server or servers and in partto one or more agents computing platforms and peripherals, the softwaresuite including protocol for reporting agent status data. The system ischaracterized in that the agent's computing platforms and peripheralsare monitored for activity state by the one or more secondary serverswhereupon the one or more secondary servers exchange control messagingand event related data using ISCC protocols with the primary server overthe network, the primary server recognizing CTI protocol equivalents forthe messaging for the purpose of intelligently routing events incomingto or otherwise communicatively involving the remote agents.

In some preferred embodiments the network is an Internet network and therouting point is one of or a combination of a telephony switch, aservice control point, and an Internet Protocol Router. Also in somepreferred embodiments the remote agents are grouped together in acentral facility, while in some others the remote agents are distributedover a home network. In some cases the remote agents may be mobile andwirelessly connected to the one or more secondary servers.

In various embodiments the agent's computing platforms and peripheralsare one of or a combination of a desktop computer, a lap top computer, apersonal digital assistant, a cellular telephone, an Internet Protocoltelephone and a paging device. Also in various embodiments remote agentsare specialized knowledge workers offering service not available withinthe communication center.

In some preferred embodiments software suite is an extension of a CTIsoftware suite used in the communication center, the extended portionfor parameterizing and enabling additional services and communicationapparatus generic to the remote agents but not available within thecenter. Also in some preferred embodiments control messaging and eventrelated data exchanged between the primary server and the one or moresecondary servers is formatted using Extensible Markup Language. In somecases Extensible Style sheet Language Transformation is used totransform the Extensible Markup Language files into formats useable onthe computing platforms of the remote agents. The useable formats mayinclude HTML, HDML, WAP, and WML.

In some embodiments a CTI-enhanced Interactive Voice Response system isused to exchange data with a remote agent receiving calls on an analogtelephone in the event that the agent does not have access to acomputing platform connected to the telephone and the one or moresecondary servers. Also in some embodiments the remote agents establishone or more destination numbers for receiving events, the destinationnumbers to be set in the CTI environment for the period that the agentis logged into the system. The destination numbers may include one or acombination of telephone numbers, fax numbers, Internet Protocoladdresses, e-mail addresses, universal resource locators (URLs), andpager numbers.

In another aspect of the invention a software suite for managing remoteagents of a communication center is provided comprising a client portionincluding a contact navigation application, a contact extensionapplication, and a code library, and a server application including atransaction management application, an agent specific application, andan ISCC application program interface. The suite is characterized inthat the client portion specifies functionality and reports stateinformation of the remote agent to the server application, whereupon theserver application reports same under ISCC protocol to acommunication-center suite for routing purposes and wherein thecommunication-center suite provides event-related data under ISCCprotocol to the server application, which in turn transforms the datainto data formats usable on various communication devices of the remoteagent.

In some embodiments the remote agents are part of a communication centernetwork, the server portion functioning as the network access and agentmonitoring point for the remote agents. The communication network mayinclude the Internet network and the public switched telephony network(PSTN). The remote agents may be grouped together in a central facilityor distributed over a home network. In many cases the remote agents aremobile and wirelessly connected to the one or more secondary servers.

In some preferred embodiments the client portion resides on one or acombination of a desktop computer, a lap top computer, a personaldigital assistant, a cellular telephone, an Internet Protocol telephoneand a paging device. Further the remote agents may be specializedknowledge workers offering service not available within thecommunication center.

In some embodiments the software suite is an extension of a CTI softwaresuite used in the communication center, the extended portion forparameterizing and enabling additional services and communicationapparatus generic to the remote agents but not available within thecenter. The ISCC protocols may include Extensible Markup Language usedto format messaging and event-related data. In some cases ExtensibleStyle sheet Language Transformation may be used to transform theExtensible Markup Language files into formats useable on the computingplatforms of the remote agents. The useable formats include HTML, HDML,WAP, and WML.

In some embodiments the remote agents establish one or more destinationnumbers for receiving events on the various communication devices, thedestination numbers to be set in the CTI environment for the period thatthe agent is logged into the system providing the software. In somecases the destination numbers include one or a combination of telephonenumbers, fax numbers, Internet Protocol addresses, e-mail addresses,universal resource locators, and pager numbers.

In yet another aspect of the invention a method for managing informationabout remote agents of a communication center for the purpose ofintelligently routing events involving those agents is provided,comprising steps of (a) providing a software suite accessible to theagents for parameterizing and enabling additional services andcommunication apparatus generic to the remote agents but not availablewithin the center; (b) providing a network link between the softwaresuite and CTI software of the communication center; and (c) routingcommunication events involving the remote agents according to state andother information about the agents provided by and through the softwaresuite.

In preferred embodiments of the method, in step (a), the agents areaccessible to the communication center through a combination of theInternet network and the public switched telephony network. Also inpreferred embodiments, in step (a), the software suite comprises aserver portion and a client portion. Also in some embodiments, in step(a), the agents are knowledge workers offering service not availablefrom agents within the communication center. Further, in step (a),communication apparatus may include one or a combination of a desktopcomputer, a lap top computer, a personal digital assistant, a cellulartelephone, an Internet Protocol telephone and a paging device. Stillfurther, in step (a), the software suite may be configured and updatedfrom the communication center.

In some embodiments, in step (b), the network link supports ISCCprotocol, which may include Extensible Markup Language and ExtensibleStyle Sheet Transformation Language. In some cases the client portionresides on one or more of the communication apparatus and the serverportion resides on a server accessible to the one or more communicationapparatus via a network link.

In some embodiments, in step (c), state information includes ready, notready, logged in, logged out, and on call. Also in step (c) otherinformation may include skill level, registered destination numbers, andcommunication device type and platform.

BRIEF DESCRIPTION OF THE DRAWING FIGURES

FIG. 1 is an exemplary overview of a multimedia-interaction storagesystem within a communication center according to an embodiment of thepresent invention.

FIG. 2 is a block diagram illustrating a connective relationship betweena proxy server and a hand-held computer operated by a mobile knowledgeworker according to a preferred embodiment of the present invention.

FIG. 3 is an architectural overview of a state and interactionmanagement system according to an embodiment of the present invention.

FIG. 4 is a block diagram illustrating system connection hierarchyaccording to an embodiment of the invention.

FIGS. 5 through 8 are block diagrams illustrating call control use casesaccording to an embodiment of the present invention.

FIG. 9 is a block diagram illustrating components of the KnowledgeWorker software and integration thereof to a communication centerframework.

FIG. 10 is a block diagram illustrating components of the knowledgeworker platform.

FIG. 11 is a configuration model for knowledge worker state information.

FIG. 12 is a data model for presenting an active knowledge worker state.

FIG. 13 is a process flow diagram illustrating the sequence of asuccessful internal call.

FIG. 14 is a process flow diagram illustrating a variation of thesequence of FIG. 13 with a forced answer.

FIG. 15 is a process flow diagram illustrating the sequence of a failedinternal call.

FIG. 16 is a process flow diagram illustrating the sequence of aninternal call with a forced timeout before PIM decision according to anembodiment of the invention.

FIG. 17 is a process flow diagram illustrating the sequence of asuccessful external call from agent to remote KW according to anembodiment of the present invention.

FIG. 18 is a process flow diagram showing the process of a failedexternal call according to an embodiment of the present invention.

DESCRIPTION OF THE PREFERRED EMBODIMENTS

FIG. 1 is an exemplary overview of a multimedia-interaction storagesystem within communication-center architecture 9 according to anembodiment of the present invention. Communication center 9 isillustrated solely for the purpose of illustrating just one of manypossible system architectures in which the invention may be practiced.Center 9, which in a preferred embodiment comprises both conventionaland data-network telephony (DNT) apparatus, is exemplary of anarchitecture that could facilitate a network operating system such asCINOS (known to the inventor). Communication center 9 may be assumed tohave all the internal components described in the background sectionsuch as agent workstations with LAN connected PC/VDUs, agent's COSTtelephones, and so on. Such a communication center operating an enhancedinteraction network operating system such as CINOS would employknowledge workers trained to interact with associates, clients, and insome cases internal systems that require programming, scripting,researching, and the like.

For the purposes of this specification, a knowledge worker (KW) is ahighly skilled individual that is at least trained in systemsprogramming and implementation using software tools. A KW is alsotypically trained in the use of all supported communication media andapplications that may be used with a network operating system. In manyinstances, a KW may also handle high level sales and service whilefunctioning as an agent for the communication center both inside thecenter and at a client's location. However, as described in thebackground section, a KW away from home (in the field) will notgenerally have full access to all communication center data and toolsunless he/she carries a powerful computer station along, or commandeersa client's station having suitable connectivity and ability to performall of the applications at the home station. Therefore, having many suchhighly skilled workers in the field and not in the communication centermay be, at times, a considerable liability to the communication center,but unavoidable at times. It is to this aspect that the presentinvention mostly pertains.

Referring again to FIG. 1, a multimedia data-storage system representedherein by a centralized grouping of connected and labeled text blocks isprovided and adapted to facilitate rules-based storage of allcommunication-center interaction between agents and clients includingco-workers and associates. Such a representation illustrates animportant part of CINOS function.

At the heart of the storage system is a mass-storage repository 11adapted to store multimedia interactions as well as text-based relatedfiles. Repository 11 may utilize any form of digital storage technologyknown in the art such as Raid-Array, Optical Storage, and so on. Thestorage capacity of repository 11 will depend directly on itsimplementation with regard to the size of communication center 9 andpredicted amount of data that will be stored and kept by the system.

In this example, repository 11 is divided logically into two sections.One section, multimedia information system (MIS) 15, is responsible forstoring copies and records of all multimedia interactions, defined asmedia that is not text-based, such as audio, video, and graphics-basedmedia. All multimedia interactions are stored in MIS 15 whetherincoming, outgoing, or internal. A second section, herein referred to,as text section 13 is responsible for all text-based interactions aswell as text versions and annotations related to non-text files.

Repository 11 is connected to a communication-center local area network(LAN) 45. Repository 11 is accessible via LAN 45 to authorized personnelwithin a communication center such as agents, KWs, or the like usingcomputerized workstations connected on the LAN, and may, in someinstances, also be made available, in full or in part, to clients andassociates communicating with the call center. A network router (RTN) 19is shown connected to LAN 45 via network connection 41. In this example,network router 19 is the first point within a communication centerwherein data network telephony (DNT) media arrives. Network router 19 isexemplary of many types of routers that may be used to route data overLAN 45. An Internet-protocol-network-telephony (IPNT) switch 35 isconnected to network router 19 via a data link. IPNT switch 35 furtherroutes or distributes live IPNT calls that do not require routing to alive agent. IPNT calls that are routed to live agents are sent overconnection 41 to LAN 45 where they reach agent PC/VDU's at agent and KWworkstations connected to the LAN (PC/VDU is exemplary) or DNT-capablephones (not shown) as illustrated via directional arrows.

In the multimedia storage system represented herein, a KW such as oneoperating at a provided work station (PC/VDU 17) typically has access toall multimedia interaction histories that are stored in repository 11.CINOS applications (not shown) executable on workstations such as PC/VDU17 empowers the KW to facilitate many tasks in the realm ofcommunication center functionality. Such tasks include, but are notlimited to, researching and creating virtually any type of system reportregarding data held in repository 11, updating and creating newmanagement applications that may alter or enhance CINOS functionality,and other such system-administrator-type duties. LAN 45 is the networkthrough which the “in-house” KW is empowered to access such as a CINOSMGR server 29, repository 11, and other connected data sources andsystems (not shown) that may be present in a communication center suchas center 9.

By reviewing capabilities of the multimedia storage system ofcommunication center 9, a full appreciation of the necessity of variousin-house skills possessed by a KW, such as the skill of operating atstation 17, may be acquired by one with skill in the art. Therefore, adetailed review of communication-center operation, particularly storinginteractions follows.

Creating text-based versions of non-text multimedia transactions may, insome cases, be accomplished by an automated method. For example, adigital voice attendant 37 is provided and linked to IPNT switch 35.Digital voice attendant 37 may be of the form of a DNT-capable IVR orother digital voice-response mechanism as may be known in the art. Suchautomated attendants may interact with a voice caller instead ofrequiring a live agent. A speech-to-text converter 39 is provided andlinked to voice attendant 37. As digital voice attendant 37 interactswith a caller, speech-to-text converter 39 converts the speech to text.Such text may then be stored automatically into text section 13 ofrepository 11 and related to the also-recorded audio data. Part of thepurpose and rationale for the creation of text documents related tonon-text files is that text can be more easily mined for content andmeaning than non-text files.

It will be apparent to one with skill in the art that as speechrecognition technologies are further improved over their current state,which is adequate for many implementations, reliable text versions ofaudio transactions are not only possible but also practical. Suchspeech-to-text conversions are used here only for the convenience ofautomation wherein no live attendant is needed to transcribe such audiodata. The inventor is familiar with such converters as used in such asthe CINOS system incorporated herein by reference. Such convertersprovide convenience in transaction recording but are not specificallyrequired to achieve the interaction storage objectives of communicationcenter 9. A KW such as one operating from station 17 may be called uponto create and set-up the various rules-based applications that arerequired for routing and determining when digital voice attendant 37will interface with a client or associate.

An automated services system 43 is provided and has a direct connectionto section 13 of data repository 11. System 43 is adapted to handleautomated interaction and response for certain text-based interactionssuch as e-mails, facsimiles, and the like, wherein a complete textrecord of the interaction may be mirrored, or otherwise created andstored into text section 13. For example, a fax may be sent and mirroredinto section 13 or, perhaps recreated using an optical characterrecognition (OCR) technique and then entered. Physical text-documentssuch as legal papers and the like may be automatically scanned,processed by OCR techniques, and then entered into text section 13before they are sent to clients. There are many possible automatedtechniques for creating and entering text files into a databaseincluding methods for generating automated responses. A KW such as oneoperating at station 17 may be called upon to oversee the creation andoperation of all automated services insuring such as prompt responsetime, queue management, accurate threading and organization into adatabase, updating or adding enhanced capability, and so on.

With respect to the dual telephony capability (COST/DNT) ofcommunication center 9, a central telephony switch 21 is provided to bea first destination for COST calls arriving from, for example, a PSTNnetwork. Switch 21 may be a PBX, ACD, or another known type of telephonyswitch. Internal COST-wiring 31 connects telephony switch 21 to agent'sindividual telephones (not shown). Switch 21 is enhanced by acomputer-telephony integration (CTI) processor 25 running an instance ofa T-server CTI suite and an instance of a Stat-server, which aresoftware enhancements known to the inventor. Such enhancements provideCTI applications, such as intelligent routing, statistical analysisroutines, and so on. CINOS as previously described and disclosed in theco pending prior application incorporated herein is adapted to beintegrated with such software when present in a CINOS-enhancedcommunication-center. A KW such as one operating station 17 may becalled upon to compile and analyze results provided from statisticalanalysis routines executed at processor 25 for the purpose of creatingnew routing rules of routines that further enhance functionality.

An intelligent peripheral in the form of a COST IVR 23 is provided forthe purpose of interacting with callers seeking information and the likewho do not require connection to a live agent at the communicationcenter. IVR technology may comprise voice response, touch toneinteraction, or a combination of such known technologies. IVR 23 islinked to processor 25 and also to automated services 43. An example ofan IVR interaction may take the form of a presentation to a caller fromthe PSTN of options for using an automated service such as thosedescribed above, or perhaps waiting for a live agent. A KW such as a KWoperating at station 17 may be called upon to create and installappropriate interaction scripts into IVR 23 for interaction with clientsand associates calling in from the PSTN.

A CTI to DNT interface 27 is provided for the purpose of converting COSTdata to digital mode compatible with DNT so as to be adapted for digitalstorage and interaction according to CINOS functionality and enterprisebusiness rules. Bi-directional arrows illustrated between interface 27and IVR 23 represent the ability to route interactions in eitherdirection. COST to DNT conversion may be accomplished in IVR 23 inaddition to or in place of interface 27. The connection architecturepresented herein is exemplary only.

A speech-to-text converter 33 is provided for converting audio from theCTI side to text for entering into text section 13 as was taught withregard to converter 39 on the DNT side. Actual recorded mediainteractions are illustrated entering MIS 15 after text versions arerendered and entered into section 13 however this is not required. Insome instances text versions of multimedia interactions may be renderedafter the interaction is stored. There is no limitation regardingsequence. It is sufficient to say that converters 39 and 33 are capableof real-time conversion and entry.

Server 29 shown connected to LAN 45 is adapted to host a CINOS MGR(operating system) application, which provides control and organizationwith regard to various functions provided by the CINOS system as awhole. The storage architecture represented herein by the described textblocks, and all it encompasses in this embodiment, is meant only to bean example architecture as may be dedicated to the storage andorganization of communication-center data according to enterprise rules.

It will be appreciated by one with skill in the art that a networkoperating system including a system for automatically storing andrecording virtually all communication center transactions requiressubstantial skill in set-up, implementation, and administration both onthe COST side and the DNT side within a communication center such ascenter 9. Moreover, a substantial network operating system such as CINOShas client-side software applications that subscribers or associatesmust utilize in order to achieve full seamless interaction with agentsand subsystems operating according to the system parameters. In somecases, the operating system may span several communication centers overa large technical campus connected by a WAN. This fact requires thatsystem administrators and troubleshooters be available to assist infacilitating and preparing client and associate CPE for interacting withcommunication center equipment and software according to systemparameters.

If a KW such as one operating at station 17 could be mobilized tooperate effectively outside of communication center 9 such as at aclient location, and still be able to service center 9 from the field,then an enterprise hosting center 9 and perhaps other like centers couldsave considerable resources associated with training and expensesincurred for maintaining a larger number of fixed KW's.

The inventor provides a method and apparatus whereby such a mobile KWcould have full and unfettered access to virtually all data systems andsources housed within his home communication center without having tocarry a powerful station or inconveniencing a client by commandeeringclient resources. This inventive method and apparatus is described belowin enabling detail.

FIG. 2 is a block diagram illustrating a connective relationship betweena proxy server 49 and a hand-held computer 47 operated by a mobile KWaccording to a preferred embodiment of the present invention.

Hand-held computer 47 has a CPU 63, a memory 57, a video adaptercircuitry 55, and a modem 65 all communicating on bus 59. Videocircuitry 55 drives a display 61. Memory 57 may be any of a number oftypes, such as flash, random access (RAM), read-only (ROM) or similartype, or a combination of these. There may be other components as well,but these are not shown to facilitate description of the unique aspectsof this embodiment of the invention. The hardware arrangement isintentionally shown as general, and is meant to represent a broadvariety of architectures, which depend on the particular computingdevice used. Possibilities include many types of portable hand-heldcomputers and also adapted cellular phones capable of receiving andsending video. A mobile KW would use such as device for communicationand data access while in the field.

Proxy-Server 49 is a relatively sophisticated and powerful computertypical of computers used as WEB servers, although the use in thisembodiment of Proxy-Server 49 is not the conventional or typicalfunctions of a WEB server as known in the art. Proxy-Server 49 has a CPU69, a memory 71, and a means of connecting to a data network such as theInternet. The network connecting means in this embodiment is a modem 67communicating on a bus 73. In other embodiments the network connectingmeans may be a network adapter or other.

Modem 67 in the embodiment shown is compatible with modem 65 in computer47. A communication link 66, which may be facilitated by a telephoneline or a wireless connection, facilitates communication betweencomputer 47 and server 49. The means of connection and communication canbe any one of several sorts, such as a telephone dial-up, an Internetconnection through an ISP, or a cell telephone connection, wireless IPnetworks or other wireless link, including private cell or wireless WANor LAN. A communication port 75 connects to communication link 77providing communication, in this case, through the Internet, to asuitable station or server in communication center 9 of FIG. 1. In thisexample, the linked station is preferably the KW's own home-centerworkstation or PC/VDU 17 from FIG. 1.

Port 75 and link 77 may also be any one of several types, or acombination of types. In some embodiments, server 49 and station 17 willbe nodes on a local area network (LAN) covering a large technicalcampus, and the link between the two servers will be a serial networklink with port 75 being a LAN card according to any of a number ofwell-known protocols. In other embodiments link 77 may be a telephoneline, and port 75 will be a dial-up telephone modem. In still otherembodiments, this link could be a parallel communication link. This linkcould also be through the Internet or other wide area network.

Proxy-Server 49 exists in this embodiment of the invention to performfunctions enabling hand-held computer 47 to operate as an apparentlypowerful web-browsing machine, even though the stand-alone capability ofcomputer 47 will not even begin to support such functionality. As iswell known in the art, for a computer to be a fully functionalweb-browsing system requires a high-performance CPU and execution ofrelatively sophisticated web-browsing and display applications. Such acomputer typically has to operate, as described above, at or above amillion instructions per second.

Proxy-Server 49 executes a program 53 the inventor terms anInter-Browser. The Inter-Browser combines functionality of aconventional web browser with special functions for recognition of andcommunication with hand-held computer 47. Commands from computer 47,such as, for example, a command to access a WEB page on the World WideWeb, or a server or station such as station 17 within a homecommunication center such as center 9, are received by Proxy-Server 49operating the Inter-Browser program, and acted upon as though they arecommands received from a conventional input device such as a keyboard.

Following the example of a command communicated over link 66 fromcomputer 47 for accessing station 17, shown herein and in FIG. 1,Proxy-Server 49 accesses the appropriate server (in this case station17) over link 77, and transmits the appropriate data over link 77.Proxy-Server 49 therefore has HTML and TCP/IP capability for accessingsource data over the Internet. By hosting other routines that allowinterface with data systems, data sources and such as station 17, a KWmay have full access to virtually any type of data or software toolsthat he could access from his station if he were operating from withincenter 9.

Proxy-Server 49, instead of displaying the downloaded data (or playingvideo and/or audio output, as the case may be, depending on thedownloaded data), translates the data to a simpler communicationprotocol and sends the data in a TCP/IP protocol to computer 47 foroutput over link 66. Link 66 becomes a dedicated TCP/IP pipe to and fromProxy-Server 49. Proxy-Server 49 thus acts as a proxy for computer 47,performing those functions of WEB browsing and data download thatcomputer 47 cannot perform under its own computing power.

Computer 47, through execution of a program the inventor terms aNanoBrowser 51 sends commands entered at computer 47 over link 66 toProxy-Server 49 and accepts data from Proxy-Server 49 to be displayed ondisplay 61. Data is transferred in a protocol the inventor termsHT-Lite. The NanoBrowser also provides for interactive selection oflinks and entry into fields in displays, as is typical for WEB pagesdisplayed on a computer screen. The NanoBrowser provides for acceptingsuch entry, packaging data packets in TCP/IP form, and forwarding suchdata to Proxy-Server 49, where much greater computer power provides forefficient processing.

One of the processing tasks that has to conventionally occur at thebrowser's computer is processing of received data into a format to bedisplayed on whatever display the user has. There are, as is well knownin the art, many types of displays and many display modes. These rangeall the way from relatively crude LCD displays to high-resolution,multi-color displays. There are, in addition, a number of otherfunctions that have to be performed conventionally at a user's computerto interact effectively with the WWW. For example, audio and video andsome other functions typically require supplemental, or helper,applications to be installed on or downloaded to a field unit to processaudio and video data and the like.

Most data transferred by WEB servers assumes relatively high-enddisplays, such as color SVGA displays as known in the art. Data accessedthrough the Internet from such as MIS database 15 of FIG. 1 would alsoassume a high-end display and large file size dependent on the type ofmedia accessed. In PDAs, cellular video phones, and digital organizers,such as those anticipated for use in the present invention, the displaysare relatively low resolution, and are typically LCD in nature. In thesystem described with the aid of FIGS. 1 and 2, Inter-Browser program 53at Proxy-Server 49 and the HT-Lite Nano-Browser 51 at hand-held unit 47cooperate in another manner as well. When one connects to theProxy-Server the hand-held unit, through the HT-Lite Nano-Browserprogram, provides a signature, which the Proxy-Server compares withlogged signatures.

An ID match when connecting a hand-held unit to the Proxy-Serverprovides the Proxy-Server with information about the hand-held unit,such as CPU type and power, screen size, type and resolution, presenceof a pointer device, and sound capability. The Proxy-Server then usesthis specific information to translate HTML and other files from theInternet to a form readily usable without extensive additionalprocessing by the hand-held unit. For a small monochrome LCD display a60 k/70 k JPEG file becomes a 2 k/4 k bit map, for example. Also,multi-file pages are recombined into single file pages. This translationalso minimizes bandwidth requirement for link 66, and speedstransmission of data. In this way, a mobile KW may have access to alltypes of data sourced at his or her home communication center. Throughproxy server 49, a KW may also initiate and receive multimediainteractions including high-end transactions while operating unit 47.

It is in this ability of the Proxy-Server to do the heavy computing, ofwhich the translation of HTML files is a single example, that isresponsible for a unique ability of hand-held devices in practicingembodiments of the present invention to accomplish functions that theycould not otherwise accomplish, and to do so without inordinate usage ofstored energy. In various embodiments of the present invention,hand-held devices with CPUs having an ability to run at from 0.001 to0.05 MIPs can serve as WEB browsers, displaying WEB pages and allowingusers to initiate on-screen links and to input data into input fields.Given the above example of MIPs requirement for WEB browsing, wherecurrently available solutions may provide a 5× advantage, practicing thepresent invention can provide an advantage of up to 2000×, resulting inbattery life approaching 2 weeks (given a 100 g battery weight), whereexpected battery life for similar functionality with a powerful CPU wascalculated as 8 minutes.

As a given example of an instance wherein a mobile KW may provide fullservice to a home center, consider the following: Assume a mobile KWfrom center 9 of FIG. 1 is at a client premise installing networksoftware and therefore not at center 9. He opens his or her hand-helddevice 47 and plugs in to a nearby telephone jack for the purpose ofestablishing a connection to proxy server 49, which in this case, may beimplemented anywhere on the Internet. While he is configuring softwareon a client's computer, an important call from communication center 9arrives through server 49 (hosted by the enterprise) to his hand-held47. The call is pre-processed at proxy server 49 by Inter-Browser 53 andtransmitted over link 66 to device 47 where it is displayed according todevice parameters and rules associated with Nanno-Browser 51.

Suppose that the call requests that the KW rewrite a script used in suchas digital voice attendant 37 because the current message has becomecorrupted or is not playing properly. The KW may then initiate amultimedia call to his resident workstation such as station 17 (FIG. 1)through proxy 49 by way of link 77. The call would arrive at router 19and be routed directly over link 41 to station 17 based on identity thusby-passing normal DNT call handling routines. Part of the call includesa command to allow the KW to control the operation of station 17 byproxy. He may then use command keys to cause Inter-Browser 53 to browsea list of pre-prepared DNT scripts stored at station 17. Such a list mayappear as a text summary on such as display 61 of device 47. The KW maythen scroll through and select a script thus issuing a command tostation 17 (by proxy) to access attendant 37 (FIG. 1) and replace themessage which is overwritten by the new one.

It will be apparent to one with skill in the art that there are a widevariety of interaction possibilities by virtue of the method andapparatus of the present invention. In the cited example, a DNT call wasmade to the KW's computing device 47. Therefore, proxy 49 acts in oneaspect as a call router. In another embodiment, a KW may accept acellular call or a COST call and respond to the request-using device 47.

In still another embodiment, a KW operating a portable device such asdevice 47 may temporarily plug in to any connected LAN network such asmay be found connecting a large technical campus or the like. Uponplugging in, the KW may initiate an outbound-call to server 49 in theInternet and receive a temporary IP address and device authenticationfor communicating with such as center 9.

To practice the invention, given an accessible WEB server configured asa Proxy-Server according to an embodiment of the present invention, oneneeds only to load HT-Lite NanoBrowser software on a computer and toprovide Internet access for the computer, such as by a telephone modem.In many cases, candidate computers have built-in modems. In other cases,an external modem may be provided and connected. In the case ofhand-held devices, such as PDAs and organizers, some have an ability toload software via a serial port, a PC card slot, through the modemextant or provided, or by other conventional means. In some cases, alloperating code is embedded, that is, recorded in read-only memory. Insome of these cases, adding HT-Lite routines may require a hardwarereplacement. In virtually all cases of hand-held devices, however, thenecessary routines can be provided.

One of the components of the HT-Lite Nano-Browser software (51) is aminimum browser routine termed by the inventor a Nano-Browser. TheNano-Browser is capable of exerting a URL over the modem connection toaccess the Proxy-Server. Theoretically, one could exert a URL of a WEBsite other than the Proxy-Server, but the result would be an unusableconnection, as the small hand-held unit would not be able to handle thesophisticated data provided to be downloaded unless it were such ase-mail or other simple data.

Connection to the Proxy-Server provides the Proxy-Server withinformation as to the KW and the KW's equipment. These operationsproceed in a manner well known in the art for such log-on and securitytransactions. Once access is extended to the KW, an interface isprovided for the KW to browse in a manner very similar to well-known WEBinterfaces. That is, the KW's display (61) provides an entry field for aURL which is asserted by an enter key or the like. There may also be anaddress book for often-visited sites, as is common with more powerfulmachines.

Similarly, there are no strict requirements for the location ofProxy-Server 49 or of accessible data sources or home stations inembodiments of the present invention. No restrictions are placed on suchlocations beyond restrictions on servers/nodes in general. In oneembodiment, a corporation with multiple and perhaps internationallocations may have a local area network with one or more Proxy-Servers,and employees, particularly those employees whose job functions requiretravel, are provided with hand-held digital assistants according to anembodiment of the present invention. Multiple functions are thenprovided over Internet connection in Internet protocol, far beyond whatcould otherwise be provided with small and inexpensive units; andbattery life for these units (device 47) would be far beyond what wouldotherwise be expected. Furthermore, a company could reduce or streamlinea force of KW's to a smaller number of mobile KW's with enhancedportable devices such as device 47.

It will be apparent to one with skill in the art that the device-proxymethod such as the one described above could be applied to a wide rangeof communication center architectures and network operating systemswithout departing from the spirit and scope of the present invention. AKW operating a device such as device 47 may operate while traveling toor from client locations as well as on-site at a client location. Typesof devices used to communicate with proxy server 49 may vary withoutdeparting from the spirit and scope of the present invention. Forexample, PDAs, small notebook computers, some cellular telephones, CEtype machines; all may be adapted for a proxy relationship.

Extended Management Control

According to another embodiment of the present invention an enhancedmethod and system is provided for enabling full and unobstructed accessto contact center services and data for remote knowledge workers,including provision of full state and interaction managementcapabilities to the center managing the knowledge workers. The methodand apparatus of the present invention is described in enabling detailbelow.

FIG. 3 is an architectural overview of a state and interactionmanagement system implemented from a contact center 300 according to anembodiment of the present invention. Contact Center 300 can be employedin any mix of communication environment. For example, in adually-capable COST/DNT multimedia environment, in a COST onlyenvironment, or in a DNT only environment. In the present example, aCOST environment is illustrated. Likewise, one with skill in the artwill recognize that there may be more and different types of knowncommunication center equipment present and cooperative with the systemof the invention other than what is illustrated in this example withoutdeparting from the spirit and scope of the present invention.

Center 300 utilizes a central office telephony switch 316, which in thiscase, is a private branch exchange (PBX) switch. Switch 316 may also bean automated call distributor (ACD) or another known type or manufactureof telephony switch. Switch 316 is a relatively dumb switch, but isenhanced for intelligent routing and control by a CTI processor 317running an instance of CTI transaction server (T-Server) software. CTIenhancement in this example is driven by T-Server software, which is anapplication that controls switch 316 and provides the intelligentcomputerized rules and executable routines for interaction managementand state detection and management. A typical CTI link 315 connectsprocessor 317 to PBX switch 316 in this example.

An agent workplace 319 is illustrated within the domain of center 300.Workplace 319 is adapted minimally in this example with an agent desktopcomputer 320 and an agent telephone 321. It will be apparent to one withskill in the art that there will, in actual practice, be typically manyagent stations provided and adapted for normal communication centerroutine business and communication. The inventor illustrates only onestation and deems the illustration sufficient for the purpose ofteaching the features of the present invention in an enabling way.

In this case, agent telephone 321 is a COST telephone connected to PBXswitch 316 by standard internal telephony wiring. Agent desktop 320 isconnected to a communication center LAN illustrated by a LAN network 318labeled T-Lib (for transaction library). A transaction library containsall of the business and routing rules applied to normal centerinteraction and operation. It may be assumed in this example, that otherequipment (not shown) is connected to LAN 318 such as other agentstations, a customer information system, a product history database, andmany other equipment types both client-oriented and service-oriented.

An agent illustrated herein as agent 322 uses telephone 321 and desktopcomputer 320 for the purpose of handling routine interactions such aspurchase orders, order status reports, internal logging and reporting,and other tasks. In one embodiment, telephone 321 may be an IP-capabletelephone and also may have a sound connection to desktop computer 320.

A COST telephony network 303 is illustrated in this example as apreferred telephony network bridging customers to center 300 using COSTtechnology. Network 303 is a public telephony switch notably most localto center 300, Switch 332 is the last routing point in network 303before making connection to switch 316 in a preferred embodiment. In oneembodiment, switch 323 is CTI-enabled similarly to switch 316 withincenter 300 and communication center routines can be executed at switch323 over a separate network connecting the CTI processors associatedwith both switches 316 and 323.

A customer 301 and a customer 302 are illustrated in association withtelephone network 303, which is a public switched telephone network(PSTN) in this example. Customer 302 is illustrated as placing a call tocenter 300 through switch 323 and switch 316. In normal practice, thecall of customer 302 will be internally routed using CTI intelligence toan agent or automated interface within center 300. In this case agent322 receives the call on telephone 321. Desktop 320 will display anypertinent customer information obtained from pre-interaction withcustomer 302 or from data sources internal to center 300, or both.

A knowledge worker workplace 310 is illustrated in this example and isassociated with communication center 300 by a network link 314 adaptedfor ISCC protocols. ISCC is an acronym for the well-known InternationalSymposium on Computers and Communications. ISCC-developed protocols maybe assumed to be practiced over network line 314 including a FlexibleInterconnecting Protocol (FLIP).

It may be assumed then, in this example, that KW workplace 310 islocated remotely from center 300 and outside of the physical domain ofcenter 300. Workplace 310 may be associated with other KW workplaces ina remote contact center. In another embodiment, workplace 310 may be ahome-based workplace. In still another embodiment, workplace 310 may bein a state of mobility such as in a vehicle or at a remote customerworksite. KW workplace 310 has a desktop computer 311 (or equivalent)and a KW telephone 312. A knowledge worker (KW) 313 receives calls fromPSTN 303 that are directly placed from customers such as from customer301, or calls that are received to and then redirected from center 300.

As described above, KW workplace 310 is not physically part of center300 in terms of residing within a same building or physical structure.Rather, worker 313 is operating from a remote location. A majordifference between the architecture of agent 322 and knowledge worker313 is that worker 313 has no CTI link between a local switch and center300. In this example, a local switch 304 is illustrated and represents alocal network switch (PSTN) presumably closest to KW 313. In practicehowever, if workplace 310 is mobile, such as working while traveling,there may not be a specific permanent local switch from whence callsarrive to KW 313.

It will be recognized by one with skill in the art that in the mobilesense, even in a wireless and semi-permanent networked environment, thefixtures illustrated within workplace 310 may vary widely. For example,telephone 312 may be a cellular telephone with Internet capability anddesktop 311 may be a PDA or a laptop. In a fixed but remote locationsuch as a remote knowledge worker contact center, individual knowledgeworkers may still be highly mobile but connected to communication to aLAN inside the center using a variety of communication devices.

To facilitate connection from center 300 to knowledge worker workspace310, a programmable T-server/Processor 305 is provided and distributedon a data packet network (DPN) such as, for example, the well-knownInternet network. If workplace 310 is part of a permanent contact centeroperating remotely from center 300, then switch 304 and processor 305may be part of the equipment maintained in the contact center. However,for knowledge workers that are home agents or highly mobile, then switch304 and processor 305 are network level systems, switch 304 in the PSTNand processor 305 in a private or public DPN.

The fact that there is no CTI link to center 300 means that under normalcircumstance, the activities of KW 313 in workplace 310 cannot bemanaged. The system of the invention is enabled by a software platformknown to the inventor as a Knowledge Worker Platform (KWP) thatfunctions in cooperation with hosting equipment, namely processor 305,to alleviate the requirement for a hardwired CTI link or othercomplicated connection methods, system dependant CPE, or complex clientsoftware applications. KWP is a proxy agent that receives KW statusinformation (e.g. ready or not ready) from a KW device such as fromdesktop 311 and sets the information within CC environment at center300. Status reporting is used for determining KW availability forrouting determination. KWP also supplies the KW device with call-relatedinformation (e.g. customer/product information) when an event is routed.

Workplace 310 is connected to processor 305, running an instance ofprogrammable T-server, by a network link 308. In this case, processor305 is accessible from desktop computer 311. In this particularembodiment, desktop 311 and telephone 312 are permanent fixtures andworkplace 310 is part of an established physical center. In this case,link 308 may be a LAN network providing connectivity to other KWstations. Similarly, telephone 312 would be just one of many connectedto switch 304 by internal telephone wiring. In this case, telephone 312is also connected to desktop 311 by a cable so that desktop 311 maymonitor call activity on telephone 312. It will be appreciated thatthere are many other possible architectural scenarios both fixed andmobile using wireless technologies.

Desktop computer 311 has an instance of agent desktop (AD) applicationinstalled thereon similar to a traditional application expected for atraditional in-house desktop like desktop 320 manned by agent 322 withincenter 300. However, the program on desktop 311 is modified to interactwith KWP running on processor 305. KWP (processor 305) and AD (KWdesktop 311) exchange information including Transaction Library data(T-Lib), Knowledge Worker Protocol (KW Protocol), and InteractionPreview Data Protocol (IPDP). Data links 307 and 309 are logical onlyand all data shared between processor 305 and desktop 311 may travelover a single physical or wireless data connection.

The AD application running on desktop 311 may be adapted to run onvirtually any network-capable device such as a cellular telephone withdisplay, an IP telephone, a PDA, a paging device, and so on. The onlymodifications required for AD at workplace 310 are the applicationprogram interfaces required to work with data that is not in standardCTI format. In a preferred embodiment, KWP uses Extensible MarkupLanguage (XML)-based protocol for device independent presentation andExtensible Style sheet Language Transformation (XSLT) scripts fortransforming XML source data to, for example, HTML data or other dataformats to accommodate device-dependent data presentation requirements.Basically XSLT is an XML processing language known in the art.

It is important to note herein that the models for KWP and AD are thestandard T-Server and agent desktop models. Appropriate extensions aremade to KWP and AD to enhance capability for dealing with KW protocoland added T-Lib entities. For example, the model for a knowledge workeris an extension of the model for a standard agent. Therefore, attributesof the KW model do not exist in the standard agent model. Theseattributes or object entities are added to the standard T-Lib for KWuse. The extended attributes define the separation of remote KWcharacteristics and function constraints from those of a regular CTIagent.

In practice, CTI telephony capability is extended to KW 313 by way oflink 314, 308, and the adapted applications KWP and AD. Switch 304remains a dumb switch having no CTI control. For example, assumecustomer 301 has a direct number to telephone 312 and places a call toKW 313. The call request is routed through switch 323 to switch 304where notification of the call exemplifies a ringing event at telephone312. At this point, center 300 has no indication or idea that KW 13 hasa call-event ringing notification. However, when agent 313 takes thecall, AD software on desktop 311 detects the activity and sendspertinent state data to KWP in processor 305, which in turn delivers theinformation to premise server 317.

Once server 317 has the information, other calls destined to telephone312 can be managed and queued according to KWP reporting data. Duringinteraction with the caller on telephone 312, KW 313 can use desktop 311to obtain additional call and customer data, product data, history dataand so on from center resources. Likewise, KW 313 may use terminal 311to perform a call-related action such as hold, transfer, terminate, andother like commands. The command path in a preferred embodiment can beexecuted from server 317 and direct to a CTI-processor running aninstance of T-Server (command path not shown) that intelligently enablesswitch 323 to terminate, interact or otherwise treat the eventaccordingly at switch 323. An advantage is that management informationis available from the time of call receipt. If a queue is used, theinformation may be used for queue management purposes so that the centercan tell whether or not a particular knowledge worker is not available.The center can then route calls destined to KW 313 based onavailability.

In one embodiment, customer 302 places a call to KW 313 the event routedthrough switch 323, and switch 316. By identifying the DN as that of KW313 (telephone 312) CTI messaging takes place between switch 316 and thePremise T-server application on processor 317. Server 317 thencommunicates through ISCC link 314 to the Programmable T-Serverapplication on processor 305 enhanced as KWP. KWP messages with AD atdesktop 310 to determine availability of DN (telephone 312). AD checkstelephone activity by link 306 and if available responds along thereverse chain of links. Assuming availability then switch 323 canseamlessly re-direct the event to switch 304 by command from processor317 and cause a ringing event at telephone 312. This assumes thatprocessor 317 is connected to a like processor at switch 323. Otherwise,the call can be rerouted from switch 316 through switch 323 to switch304. Link 306 is virtual in the sense that telephone activity attelephone 312 can instead be monitored from switch 323 if it isCTI-enabled and has a link to processor 317.

Outbound calls, inbound calls, and KW to KW remote calls can bemonitored and reported in terms of state activity and availability.Assume, for example, that KW 313 places an outbound call from telephone312 destined for telephone 321 in agent workplace 319. AD running ondesktop 311 detects the outbound DN and uploads pertinent data toprocessor 305 whereupon KWP sends appropriate request for availabilityto Premise T-Server 317 controlling switch 316. Premise T-server 317 hasinformation pertinent to the activity state and availability of agent322 in his workplace 319 by way of LAN connection 318. Returned datafollows the reverse chain and may show up on desktop 311 before theringing event has expired. A wealth of information can be propagatedbetween KW 313 and center 300.

Data about callers and contact center service tools and full databaseaccess is made available to KW 313 on desktop 311 using KWP and ADapplications. If there is no monitoring capability between the devicethat KW 313 receives an event on and the computing platform of KW 313,then KW 313 may have to manipulate AD on the computing platform in orderto access center 300 for data pertinent to the event. In otherembodiments the computing platform and the device used to receive eventsare one in the same such as a network-capable cellular telephone forexample.

KW 313 can register any number of DNs from AD on desktop 311 to receiveevents when he or she is leaving workplace 310 and will be away for aperiod. In the case of a short distance, a wireless peripheral can beused to access center data through desktop 311 and a wireless telephonecan be set-up to receive the events. There are many equipment variationsthat are possible.

The nature of the connection between KWP and a KW device can beconfigured according to a number of criteria and supported platforms.For example, a one-way connection can be utilized for practicing only KWstatus notification to center 300. A two-way connection can be practicedfor call-related data propagation. In addition to dial-up techniques tofacilitate the connection between KWP and a KW device, wireless andInternet Protocol (IP) connections can be implemented. It is alsopossible to practice the invention with a simple PSTN connection.

KWP architecture supports any existing media and platform. Morespecifically, KWP supports a traditional desktop with a data link(illustrated in this example), wireless linking for PDAs and wirelessbrowser applications. KWP also supports conventional voice devicesincluding but not limited to analog telephone, conventional IVR, andVoiceXML based IVR. Messaging protocols such as Simple Messaging System(SMS), Instant Messaging (IM), email. Internet markup languages such astraditional HTML-based languages are supported along with more recentlyintroduced Wireless Application Protocol (WAP) and Wireless MarkupLanguage (WML). More detail regarding the software platform of theinvention and how it functions in telephony scenarios is presentedbelow.

FIG. 4 is a block diagram illustrating system connection hierarchyaccording to an embodiment of the invention. In this simple example,KWP402 resides between the communication center environment (401) andthe remote KW or KWs. Therefore, KWP 402 is a proxy-serving platformthat is integrated as an extension of the CTI telephony platformgenerally described as the T-Server platform. In this example, CCEnvironment 401 is analogous to the capabilities of center 300 describedwith reference to FIG. 3 including any extension of those capabilitiesinto the PSTN network by way of separate data network connections andCTI processor distribution to network level components.

KWP 402 is analogous to KWP running on processor 303 described withreference to FIG. 3. IP network 404 and PSTN network 403 illustrateexemplary communication networks used in communication. Other networksmay also be substituted therfor or used in conjunction therewith. Aplurality of KW devices is illustrated as examples of varying types ofdevices that may be used by a KW to practice the invention. A standardanalog telephone 405a can be used in a simple embodiment to communicatewith KWP through PSTN 403. IVR-based technology is used in this case toprovide the KW with call and center-related data as well as forreceiving routed events. A cellular telephone 405b is illustrated andcan be adapted to communicate with KWP 402 through a COST connection orthrough a DNT connection. WAP and WML are supported so that XML-baseddata from CC environment 401 can be displayed on device 405b.

It is noted herein that AD, described with reference to FIG. 3, normallyrequires approximately 30 megabytes of disk space in a robust versionfor desktops and the like. Therefore, an AD-Lite application would bedownloaded to device 405b according to storage availability. In anotherembodiment, AD may be combined with KWP at server side wherein AD isstill personalized to the particular KW authorized to access it andoperate it from device 405b.

A PC 405c is illustrated in this example and is analogous to desktop 311described with reference to FIG. 3. A PDA 405d is illustrated in thisexample as a possible KW device that communicates to KWP through IPnetwork 404, or can also be operated with a wireless connection throughPC 405c as a host.

FIGS. 5 through 8 are block diagrams illustrating call control use casesaccording to an embodiment of the present invention. Referring now toFIG. 5, the basic advantage of KWP in that KW agent 501 can acceptinbound calls form customers (502) wherein availability status, skilllevel, and other criteria can be provided to the communication centerenvironment for the purpose of routing call 502. If the DN of KW 501 isnot integrated with a KW computing platform, then KW 501 can still enterinput from the KWP-connected computing platform when on call using anunregistered DN to retrieve data. At this point the communication centercan track the activities and results based on KW data input. In anotherembodiment, the DN of the KWs receiving telephone can be set in the CCenvironment wherein a network level switch enhanced by CTI software canmonitor state, determine best routing, and initiate data transfer ofcall-related and center-related data to the KW without first partyinput.

Referring now to FIG. 6, KW 601 can initiate an outbound call (602). Asan extension to traditional outbound dialing, a preview-dialing mode 603is supported which includes preview dialing notification caused byoutbound contact (605) and a preview-dialing mode supported by Internetsuite (605) for IP mode.

Referring now to FIG. 7, a KW (701) can place or receive internal calls(702) from other knowledge workers. This includes an internal callwithout notification (703), an internal call with notification (707). Aninternal call with notification includes an option (708) for previewanswer of the internal call associated with a manual agent reservation.There are several extended options including an external call (709) viaRP queue performed by an external T-Server, an internal call (706) froma center agent performed by the external T-Server, and an internal call(704) from another KW. Option 704 can be extended to an option ofinternal call (710) from a KW performed by an external programmableT-Server, or an option of internal call (705) from a KW performed by alocal programmable T-Server.

Referring now to FIG. 8, KW 801 can initiate more complicatedinteractions such as a two-step transfer (802), a two-step conference(803), and a hold and retrieve (804).

FIG. 9 is a block diagram illustrating components of the KnowledgeWorker software and integration thereof to a communication centerframework. The KWP 901 of the present invention includes a serverapplication 904, which is analogous to programmable T-Server and KWPsoftware running on processor 305 described with reference to FIG. 3above. A KW desktop or “client” application 903 is also part of KWP 901.KW desktop 903 is analogous to AD running on desktop 311 described withreference to FIG. 3.

KWP communicates with a communication center (CC) Platform 902 over adata link (908, 907) that supports ISCC protocol. Link (908, 907) isseparated in terms of element number to show communication of twoseparate components in this example. However, the physical link isanalogous to link 314 described with reference to FIG. 1.

CC platform 902 includes a configuration server 905 and standard premiseT-Server 906. Configuration server 905 is a software implement that isused to configure and update KWP/programmable T-server 904. In turn,KWP/T-Server programs KW desktop 903 if required. As was describedfurther above, KWP 901 is an extension of CC framework. For example,T-server 906 serves as a basic model whereas KWP/T-Server is extended infunctionality by additional attributes and capabilities.

Existing T-Library (T-Lib) protocol is used to build additional KWmessaging between KWP/T-Server and client the application 903. Standardagent desktop applications are extended to provide KW functionality.

FIG. 10 is a block diagram illustrating components of the knowledgeworker platform 901 of FIG. 9. As described with reference to FIG. 9above, KWP 901 comprises a KW desktop application 903 and a KW T-Serverapplication 904. KW desktop application 903 comprises an agent desktopapplication known to the inventor as Contact Navigator given the elementnumber 1009. Contact Navigator 1009 utilizes a Transaction Library orT-Library 1008, which contains all of the required business and routingrules and object entities needed to build useful communication betweentwo physically disparate systems namely, the CC platform and the KWP. Bythemselves, navigator 1009 and library 1008 are identical to the desktopapplication contained within the physical contact center domainanalogous to AD running on agent desktop 320 in center 300 describedwith reference to FIG. 3 above.

In this example, desktop 903 is enhanced with KW extension software1010. KW extension 1010 contains all of the attributes that facilitatethe added capabilities of a KW desktop over a standard model desktop.T-Lib 1011 is thus enhanced with the appropriate components defined bythe extension. It is noted herein that since KW desktop 903 is based onthe standard desktop model (contact navigator) added capability can beremotely programmed thereto using the configuration server describedwith reference to the CC platform of FIG. 9. The appropriate componentsare downloaded to KW extension 1010 for KW use.

KW desktop 903 has connection with KW T-Server 904 as described furtherabove in this specification. KW T-Server 904 is partitioned into twoparts, a T-Server common part 1001 and a KW specific part 1002. KWT-Server 904 is also enhanced with ISCC communication capability viaISCC protocol 1003 for the purpose of economic communication with thecontact-center platform.

One main goal of the invention is to maintain separation of KW specificpart of T-Server functionality from the standard functionality ofT-Server framework components at the host contact center. Suchseparation allows independent development and support for KWP 901 overcontact center framework. Further, separation enables seamlessintegration of KWP with a variety of host customer-relation-management(CRM)-vendors.

KW protocol is provided instead of traditional CTI protocol. KWprotocol, shown exchanged over logical link 1006 between the desktop andthe T-Server provides CTI like messaging capability. This means that anyKW desktop that registers a DN with KW T-Server 904 establishestelephony switch functionality at the contact center for servicing thoseregistered DNs. KW protocol carries CTI like messages regardingreal-time status of any registered DNs from KW desktop to KW T-Server.Various call-control messages are supported like TmakeCall, TanswerCall,TreleaseCall, THoldCall, and so on. These messages are treated as CTImessages that inform KW T-Server 904 of status of a particularinteraction.

The structure of messages in KWP is presented below.

The KWP message is encoded in a KVList data type that enables futureextension of KWP without breaking compatibility with older applications.

KVList Structure

The following code exemplifies the structure of a KVList:

typedef enum { KVTypeString, KVTypeInt, KVTypeBinary, KVTypeList,KVTypeIncorrect = −1 /* used for error indication only */ } TKVType;struct_kv_pair { TKVType type; char *key; int length; union { char*_string_value; int _int_value; unsigned char *_binary_value; structkv_list *_list_value; } _value; #define string_value_value._string_value #define int_value _value._int_value #definebinary_value _value._binary_value #define list_value _value._list_valuestruct_kv_pair *kv_next; struct_kv_pair *kv_prev; }; typedef struct_kv_pair TKVPair struct kv_list { struct _kv_pair *list; struct _kv_pair*current; struct _kv_pair *tail; }; typedef struct kv_list TKVList;TEvent Structure

The following code exemplifies the structure of a transaction event(Tevent):

typedef struct { enum TMessageType Event; TServer Server; intReferenceID; char *HomeLocation; char *CustomerID; TConnectionID ConnID;TConnectionID PreviousConnID; TCallID CallID; int NodeID; TCallIDNetworkCallID; int NetworkNodeID; TCallHistoryInfo CallHistory;TCallType CallType; TCallState CallState; TAgentID AgentID;TAgentWorkMode WorkMode; long ErrorCode; char *ErrorMessage; TFileFileHandle; char *CollectedDigits; char LastCollectedDigit;TDirectoryNumber ThisDN; TDirectoryNumber ThisQueue; unsigned longThisTrunk; TDNRole ThisDNRole; TDirectoryNumber OtherDN;TDirectoryNumber OtherQueue; unsigned long OtherTrunk; TDNRoleOtherDNRole; TDirectoryNumber ThirdPartyDN; TDirectoryNumberThirdPartyQueue; unsigned long ThirdPartyTrunk; TDNRoleThirdPartyDNRole; TDirectoryNumber DNIS; TDirectoryNumber ANI; char*CallingLineName; TDirectoryNumber CLID; TAddressInfoType InfoType;TAddressInfoStatus InfoStatus; TTreatmentType TreatmentType; TRouteTypeRouteType; char *ServerVersion; TServerRole ServerRole; TMaskCapabilities; TKVList *UserData; TKVList *Reasons; TKVList *Extensions;TTimeStamp Time; void *RawData; TDirectoryNumber AccessNumber;TXRouteType XRouteType; TReferenceID XReferenceID; TKVList*TreatmentParameters; char *Place; int Timeout; TMediaType MediaType; /*added 7/15/99 ER#9462 */ TLocationInfoType LocationInfo;TMonitorNextCallType MonitorNextCallType; /*  * Used inRequestPrivateService/EventPrivateInfo:  */  TPrivateMsgTypePrivateEvent; } TEvent;

Another protocol provided for use in practice of the present inventionis known as Preview-Interaction-Protocol (PIP) to the inventor. Previewinteraction protocol is illustrated as being exchanged between KWT-Server 904 and KW desktop 901 over logical link 1004. PIP provides anability for a KW to preview incoming interactions before actuallyreceiving them. In this way, a KW has the capability of accepting orrejecting an incoming interaction based on attached data such as userdata attached with an incoming telephone call. This capability alsoallows the contact center platform to correctly process externalcall-control routines like external call, external transfer, externalconference, and so on. All preview interaction messaging takes placebetween KW desktop 903 and KW T-Server 904.

T-Library functions as a messaging transport layer in the softwarecommunication scheme. In other words, particular T-Lib messages are usedto carry KW protocol and PIP messages.

FIG. 11 is a configuration model 1100 for knowledge worker stateinformation according to an embodiment of the present invention.Configuration-Management-Entities (CME) are configured into the systemfor active state and call control. CME configuration model 1100 is atypical CME configuration routine for configuring remote knowledgeworkers to practice the present invention. First a KW is configured withCfgPerson 1101. Secondly, the place or places of operation areconfigured with CfgPlace 1102. The relationship between person and placetypically includes one place where a KW will receive interactions.However in some embodiments a KW may be live at one place and haveautomated services set up in another place. Therefore, the relationshipbetween person and place in this CME model can be one to many.

Place 1102 has two basic attributes that must be configured. These areagent login (CfgAgentLogin) 1103 and DN (CfgDn) 1104. Agent loginincludes any pre-designed procedure deemed appropriate for a KW to loginto the system of the invention. In some cases login may not be requiredin terms of passwords and so on. Simply opening a connection between theKW computing platform and the KW T-Server may be sufficient for loginpurposes. In some embodiments, KW platforms associated with automatedsystems may remain connected and, therefore logged in 24/7. In othercases, automated connection establishment and login may bepre-programmed so that the KW platform will login whether the agent isactually there or not.

CfgDn 1104 is used to register one or more KW DNs with the contactcenter environment, typically a CTI telephony switch. A KW may configuremore than one DN with attached data as to what types of interactionsshould be routed to which DN. A DN may include one or more telephonenumbers, cell phone numbers, an e-mail address, a virtual number for anautomated system, an IP address and still other locationidentifications. One to many relationships between place 1102 and agentlogin 1103 are possible. Similarly, one to many relationships betweenagent login 1103 and CfgDn 1104 are possible.

CfgSwitch 1106 configures the acting telephony switch or switchespracticing the present invention. This process uses a special KWgateway. CFGKWGateway enables the switch to differentiate KW telephonytraffic from regular contact-center and other normal traffic. Switcheswith or without CTI links are configured if they are involved in KWinteraction routing. CfgApplication 1107 is used to configure KWPsoftware at the remote location. This configuration process includesconfiguring KW T-Server and KW desktop software. CME provides data syncmethods for data synchronization, data transformation between customermain and central storage facilities and data transfer betweendirectories by LDAP or preferably through XML and XSLT import/exportmechanisms.

FIG. 12 is a data model for presenting an active knowledge worker state.The model of this example presents the various agent states that areimplemented by KW T-Server 904 described with reference to FIG. 10above. The basic reportable states are Agent Login, Agent Logout, AgentReady, and Agent Not Ready. This model is the basic agent model forstandard CTI-T-Server implementation as would be the case inside contactcenter 300 described with reference to FIG. 3. Hence the term agent canbe replaced with the more appropriate term knowledge worker for remoteimplementation. The arrows represent all possible associations in themodel. One with skill in the art will recognize that this is a basicexample and that other reportable knowledge worker states may also berepresented in this model. Similarly, this model may be applied todifferent types of interaction media including telephone interactionwithout departing from the spirit and scope of the invention.

FIG. 13 is a process flow diagram illustrating the sequence of asuccessful internal call. At step 1300 a KW initiates an internal callto another KW. This action can occur from a KW telephone or from a KWcomputing platform analogous to telephone 312 and desktop 311 of station310 described with reference to FIG. 3. At step 1301, a KW T-Serveranalogous to processor 305 described with reference to FIG. 3 receivesnotification of the initiated call and sends a preview interactionmessage (PIM) to the destination KW. The PIM is forwarded before thecall is dialed and gives the second KW a chance to decide whether or nothe will accept the call based on the PIM data.

At step 1302, KW-2 receives and, in this case accepts the PIM from theKW T-Server. A dotted return arrow illustrates an acceptance responseforwarded back to the T-Server. At step 1303, the T-Server dials the DNspecified in the call initiation event. A notification of a dialingevent (broken return arrow labeled Event Dialing) displays on thecaller's computer platform or is activated on the caller's telephonewith respect to KW of step 1300. There are many indication possibilitiesfor a dialing event. A ringing event is also established by the T-Serverat the computer platform or telephone of KW-2 as illustrated by thebroken arrow labeled Ringing. At this particular moment it happens thatKW-2 is on a current call. A pre-defined time period may be establishedfor the ringing event so that KW-2 may, during that time, terminate theprevious call and pick up.

At step 1304, KW-2 picks up the call. Detecting the pick up at step1305, the KW T-Server establishes the connection between the KW of step1300 and KW-2 of step 1304 as indicated by broken arrows. It will beapparent to one with skill in the art that there may be variations inthis process for a successful internal call between 2 KWs withoutdeparting from the spirit and scope of the invention. Variations in theflow are dependant on actual events. For example, in the case that KW-2could not terminate the previous call to pick up the initiated eventbefore a sever timeout has occurred, a notification of not ready couldbe returned to the initiating KW. Similarly, KW-2 could opt to rejectthe call before it is made by rejection the PIM request.

FIG. 14 is a process flow diagram illustrating a variation of thesequence of FIG. 13 with a forced answer. In this example, steps1400-1403 are identical to steps 1300-1303 described with reference toFIG. 13 above. Therefore, the same description given in the exampleabove applies to steps 1400-1403 of this example as well.

At step 1404, there is a forced server time out indicating a forcedanswer mode. At step 1405, a ringing event is established at the stationof KW-2 audible over telephone or audible and perhaps visible on thecomputing platform of KW-2. At step 1406 then, KW T-Server establishesconnection for the dialed event. It is noted herein that eventconnection first connects the initiating party and then the receivingparty as indicated by broken arrows A and B.

FIG. 15 is a process flow diagram illustrating the sequence of a failedinternal call. At step 1500 a KW initiates a call to another KW asdescribed with reference to the previous 2 examples. At step 1501, theKW T-Server sends a PIM request to the second KW (KW-2). However, uponreviewing the request, KW-2 decides not to accept the call and rejectsthe PIM in step 1502 as illustrated by a broken return arrow. The resultof this action is that in step 1503, the KW T-Server returns an errormessage or notification to the initiating KW. It is noted herein thatnotification messages can take the form of a wide variety of media suchas Voice over Internet Protocol (VoIP), IVR response, e-mail response,and son dependant upon media type and equipment.

FIG. 16 is a process flow diagram illustrating the sequence of aninternal call with a forced timeout before PIM decision according to anembodiment of the invention. Steps 1600 and 1601 are identical to thefirst 2 steps of the previous examples. However, at step 1602 a forcedserver timeout occurs before KW-2 responds to the PIM request sent instep 1601.

At step 1603 the KW T-Server sends a timeout error notice to theinitiating KW. In the meantime, the PIM request sent to KW-2 is stillalive and pending. At step 1604 after the timeout occurs, KW-2 receivesthe PIM request and determines whether to accept or reject the call. Ifin step 1604 KW-2 accepts the request, then at step 1606 KW T-Serverdials the DN number and subsequent steps for dial notification, ringingevent notification and connection establishment occur as with asuccessful internal call. However, if KW-2 rejects the call event atstep 1604, then at step 1605 KW T-Server sends an error notificationback to the initiating KW as indicated by the broken return arrow.

FIG. 17 is a process flow diagram illustrating the sequence of asuccessful external call according to an embodiment of the invention. Atstep 1700 a center agent initiates a call to a remote KW. Initiation ofthe call can take place from the agent telephone or from the agentdesktop analogous to telephone 321 and desktop 320 in workplace 319 ofcenter 300 described with reference to FIG. 3. At step 1701 the desktopT Server opens a connection to a first local router or router 1. It isnoted herein that the T-server implement may be in the agent desktopitself or it may be in a premise T Server processor accessible to theagent.

At step 1702 the first router local to the agent sends a request to asecond router local to the KW to get an access number or DN. At step1703 the second router forwards the request to the KW T-Server hostingthe agent. It is assumed in this example that the KW in question islogged in. Otherwise, an error message (KW not available) would bereturned to the initiating agent.

At step 1704 the KW T-Server sends a PIM to the KW having the requestedaccess number or DN. The KW is now aware of the impending incoming calland can decide whether to accept or reject the call. In this case, theKW that will receive the call accepts the PIM request as indicated bythe associated block below block 1704. At step 1705 KW T-Server requestscall data from the second router. In the meantime, at step 1706 thesecond router gives the access number to the first router local to theagent.

At step 1707 the first router sends a call request to the premiseT-Server. At step 1708 the premise T-Server extends the call request tothe premise switch. At step 1709 the switch dials the associated DN andnotifies the premise T Server in the first phase of dialing. At step1710 the premise T-Server notifies the first router of the DN in phase 2of dialing. At step 1711 the first router notifies the agent desktop ofthe dialing (phase 3). This manifestation may occur on the agenttelephone, desktop or both.

At step 1712 the KW T-Server establishes a ringing event at the secondrouter local to the KW in a first phase of ring notification. At step1713 the second router establishes the ringing event at the KW station,for example, on the telephone or desktop or both. At step 1714 theconnection is established between router 1 and router 2. A t step 1715,the connection is extended from router 1 to the calling agent. It isassumed in this example that the connection is a COST connection,however DNT interactions are similarly routed according to CTI rules.

It will be apparent to one with skill in the art that the stepsdescribed in this example may vary in number and order without departingfrom the spirit and scope of the present invention. For example, it maybe that there are more than 2 routers involved in the connection path ofthe call. Similarly, server timeouts, agent availability, queuingrequirements, and so on can change the nature and order of the describedsteps. The inventor intends that the presented example illustrate justone example of an external incoming call sourced from a center agent anddestined to a remote knowledge worker according to a preferredembodiment.

FIG. 18 is a process flow diagram of a failed external call according toan embodiment of the present invention. Steps 1800 through 1804 areidentical to steps 1700 through 1704 described with reference to FIG. 17above for a successful external call from a center agent to a remote KW.

At step 1805 however, the KW decides not to accept the pending call andreturn a rejection response. At step 1806 the KW T-Server sends a datarequest to R-2 for call data. At step 1807 R-2 sends an error message toKW T-Server because of absence of call data due to KW rejection of PIMrequest. At step 1808 R-2 returns an error message to R-1 local to theagent regarding the earlier request for access number at step 1802. Atstep 1809 R-1 sends an error message to the agent station as indicatedby a broken arrow. The error message may be that at this time KW John innot available due to current load or duties. The fact that KW decidednot to take the incoming call from the agent can be expressed in avariety of syntax. Perhaps the agent could elect to receive a call backfrom the KW at a more advantageous time or perhaps the agent can beprompted to place the call again at a latter time period.

It will be apparent to one with skill in the art that remote callcontrol is possible and practical using the method of the presentinvention without a functioning CTI link provided between the center andthe local switch closest to the KW center or other remote KWs. Incomingcalls can be routed to any remote KW with a connection to the KWT-Server according to availability, skill level, and so on. In apreferred embodiment intelligent routing of events to remote KWs can bemade at the premise of the communication center or at network level. Inthe case of network level routing, a network T Server must be providedto enhance the involved network level switch or switches.

If all KWs are, for some reason, unavailable at the time of a callattempt, then IVR functionality can be utilized to prompt the caller toleave a number for a return call. In this embodiment, premise T-Serverfunction enables outbound dialing and connection when it is determinedthat a KW becomes available to take calls. In one embodiment ISCCprotocol enables a center agent engaged in a call to transfer theconnection to a remote KW with data attached to the event. XML-baseddata and XSLT transformation capability renders the attached data intothe desired format for dissemination at the KWs end device whether it isa voice only device or a display-capable/voice capable device, or even adisplay only device.

In another embodiment, the service-provider infrastructure (center) canpartially monitor independent interactions through network signalingsuch as D-channel pinging, OSIG, or call progress detection mechanisms.

The method and apparatus of the present invention should be afforded thebroadest scope in view of the many possible applications, many of whichhave been detailed above. The spirit and scope of the present inventionis limited only by the claims that follow.

What is claimed is:
 1. A system for managing remote agents for acommunication center comprising: a network-based facility controlling atleast one routing point used by the communication center, includingfunctions accessible to the agents and having data access to agentcomputing platforms and communication peripherals; and a software suitedistributed in part to the network-based facility and in part to one ormore agents computing platforms and peripherals, the software suiteincluding protocol for reporting agent status data;, wherein at leastthe software suite distributed to the network-based facility is anextension of a computer-telephony integration (CTI) software used in thecommunication center, wherein the software suite is adapted to formatmessaging and event-related data into a format useable on the one ormore agents computing platforms, the software suite being furtheradapted to enable additional services by the remote agents, the enablingof additional services including routing communication events involvingthe remote agents via the software suite, wherein the agent's computingplatforms and peripherals are monitored for activity state by thenetwork-based facility exchanging control messages and event relateddata.
 2. The system of claim 1 wherein the network is the Internetnetwork and the routing point is one of or a combination of a telephonyswitch, a service control point, and an Internet Protocol Router.
 3. Thesystem of claim 1 wherein the remote agents are distributed over thenetwork.
 4. The system of claim 1 wherein the software suite is anextension of a CTI software suite used in the communication center, theextended portion for parameterizing and enabling additional services andcommunication apparatus generic to the remote agents but not availablewithin the center.
 5. The system of claim 1 wherein the controlmessaging and event related data exchanged is formatted using ExtensibleMarkup Language.
 6. The system of claim 5 wherein Extensible Style SheetLanguage Transformation is used to transform the Extensible MarkupLanguage files into formats the format useable on the one or more agentscomputing platforms of the remote agents.
 7. The system of claim 6wherein the useable formats include HTML, HDML, WAP, and WML.
 8. Thesystem of claim 1 wherein an Interactive Voice Response system is usedto exchange data with a remote agent receiving calls on an analogtelephone.
 9. The system of claim 1 wherein the remote agents establishone or more destination numbers for receiving events, the destinationnumbers to be set in for the period that the agent is logged into thesystem.
 10. The system of claim 9 wherein the destination numbersinclude one or a combination of telephone numbers, fax numbers, InternetProtocol addresses, e-mail addresses, universal resource locators, andpager numbers.
 11. A software suite executing from a memory media in acomputerized appliance, for managing remote agents of a communicationcenter comprising: a client portion executing from a computerized deviceremote from the communication center comprising a contact navigationapplication, a contact extension application, and a code library; and aserver portion executing from a proxy server comprising a transactionmanagement application, an agent specific application, and anapplication program interface; wherein the client portion specifiesfunctionality and reports state information of remote agents to theserver application, the server application reports same under ISCC aprotocol to a communication-center suite for routing purposes andwherein the communication-center suite provides event-related data tothe server portion, which in turn transforms the data into data formatsusable on various communication devices of the remote agent.
 12. Thesoftware suite of claim 11 wherein the remote agents are part of acommunication center network, the server portion functioning as thenetwork access and agent monitoring point for the remote agents.
 13. Thesoftware suite of claim 11 wherein the communication network includesthe Internet network and the public switched telephony network.
 14. Thesoftware suite of claim 11 wherein the remote agents are distributedover the network.
 15. The software suite of claim 11 wherein thesoftware suite is an extension of a CTI software suite used in thecommunication center, the extended portion for parameterizing andenabling additional services and communication apparatus generic to theremote agents but not available within the center.
 16. The softwaresuite of claim 11 wherein the ISCC protocols include Extensible MarkupLanguage used to format messaging and event-related data.
 17. Thesoftware suite of claim 16 wherein Extensible Style sheet LanguageTransformation is used to transform the Extensible Markup Language filesinto formats useable on the computing platforms of the remote agents.18. The software suite of claim 17 wherein the useable formats includeHTML, HDML, WAP, and WML.
 19. The software suite of claim 11 wherein theremote agents establish one or more destination numbers for receivingevents on the various communication devices, the destination numbers tobe set for the period that the agent is logged into the system providingthe software.
 20. The software suite of claim 19 wherein the destinationnumbers include one or a combination of telephone numbers, fax numbers,Internet Protocol addresses, e-mail addresses, universal resourcelocators, and pager numbers.
 21. A method for managing information aboutremote agents of a communication center for the purpose of intelligentlyrouting events involving those agents comprising steps of: (a) providinga software suite accessible to the agents for parameterizing andenabling additional services and communication apparatus generic to theremote agents but not available within the center; (b) providing anetwork link between the software suite and software of thecommunication center; and (c) routing communication events, involvingthe remote agents according to state and other information about theagents provided by and through the software suite.
 22. The method ofclaim 21 wherein in step (a) the agents are accessible to thecommunication center through a combination of the Internet network andthe public switched telephony network.
 23. The method of claim 21wherein in step (a) the software suite comprises a server portion and aclient portion.
 24. The method of claim 21 wherein in step (a) thesoftware suit can be configured and updated from the communicationserver.
 25. The method of claim 21 wherein in step (b) the network linksupports ISCC protocol.
 26. The method of claim 25 wherein the ISCCprotocol includes Extensible Markup Language and Extensible Style SheetTransformation Language.
 27. The method of claim 21 wherein the clientportion resides on one or more of the communication apparatus and theserver portion resides on a server accessible to the one or morecommunication apparatus via a network link.
 28. The method of claim 21wherein in step (c) state information includes ready, not ready, loggedin, logged out, and on call.
 29. The method of claim 21 wherein in step(c) other information includes skill level, registered destinationnumbers, and communication device type and platform.